Director of Rooms Operations (m/w/d)

TN Germany; Köln; Vor Ort; EUR 40.000 - 80.000; Vollzeit

Zusammenfassung

An established industry player in hospitality is seeking a strategic leader for Rooms Operations. This role encompasses overseeing Front Office, Housekeeping, and Recreation, ensuring alignment with brand standards while maximizing financial performance. The ideal candidate will leverage their experience in guest services and management to foster a culture of excellence, driving guest satisfaction and operational success. Join a dynamic team dedicated to delivering exceptional service and creating memorable experiences for guests around the globe. This is an exciting opportunity to make a significant impact in a renowned organization committed to innovation and hospitality.

Qualifikationen

• 2-4 years experience in guest services and management operations.
• Strong background in sales, marketing, and housekeeping.

Aufgaben

• Manage profitability and revenue goals for Rooms Operations.
• Lead and develop the Rooms management team to meet brand standards.
• Ensure guest satisfaction through effective communication and service.

Kenntnisse

Guest Services

Management Operations

Sales and Marketing

Housekeeping

Front Desk Operations

Ausbildung

2-year degree in Business Administration

4-year bachelor's degree in Hotel Management

Jobbeschreibung

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Job Reference:

9d549fd896fe

Job Views:

3

Posted:

28.04.2025

Expiry Date:

12.06.2025

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Job Description:

JOB SUMMARY

Functions as the strategic business leader of the property's Rooms Operations. Areas of responsibility include Front Office, Recreation/Health Club, and Housekeeping. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms Operations meet the brand’s standards, targets customer needs, ensures associate satisfaction, focuses on growing revenues, and maximizes the financial performance of the department. As a member of the Executive Committee, develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and associates, providing a return on investment to the owner and Marriott International.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Managing Profitability

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes service issues and identifies trends.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

Managing Revenue Goals

• Reviews reports and financial statements to determine Rooms operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy & rate, wages, and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Leading Operations and Department Teams

• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
• Develops systems to enable associates to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.

Managing the Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

Managing and Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures associates are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
• Fosters associate commitment to providing excellent service, participates in daily stand-up meetings, and models desired service behaviors in all interactions with guests and associates.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits associate feedback, utilizes an “open door policy,” and reviews associate satisfaction results to identify and address associate problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, ensures brand and regional business initiatives are implemented, and communicates follow-up actions to the team as necessary.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.